Refund and Cancellation Policy.
Last updated 18 July 2026
This Policy is a plain-English summary of the refund and cancellation rules in our Website Terms of Use (the “Terms”). The Terms are the binding legal document; this Policy helps you find the answer you need quickly. If anything here conflicts with the Terms, the Terms prevail. Words in capitals have the meaning given in the Terms.
In short: when you make a Booking, Sportabal supplies the Service to you and your payment is held securely with our payment processor until the Booking is delivered, refunded or cancelled. Sportabal handles every refund directly, and most refunds reach your original payment method within 14 days of the refund being confirmed.
1. How payment works
When you make a Booking, the full Booking Fee is charged at the moment you confirm payment and held with our third-party payment processor. Sportabal is the seller of the Service and the merchant of record; the Sports Star performs the underlying service for us. If the Booking does not go ahead for any of the reasons below, Sportabal releases the relevant refund back to your original payment method.
2. We do not confirm your Booking
A Booking is not confirmed until we confirm it to you (which we do once the relevant Sports Star has confirmed availability). If we are unable to confirm your Booking within five (5) Business Days of your request, the request lapses automatically and you receive a full refund of the Booking Fee. No fee or charge is applied.
3. You cancel after the Booking is confirmed
Once your Booking is confirmed, you can cancel at any time. Cancelling always ends the Booking and releases the Sports Star from performing it; the refund you receive then depends on how far in advance you cancel. These windows are based on the scheduled date of the Booking and reflect that time may have been reserved, other work declined, or preparation costs incurred.
| When you cancel | What you get back |
|---|---|
| More than 14 days before the scheduled date | 90% refund of the Booking Fee (we retain 10% as a non-refundable administration and processing charge) |
| Between 72 hours and 14 days before | 70% refund of the Booking Fee |
| Less than 72 hours before | No refund. The Booking is cancelled and Sportabal retains the Booking Fee in full |
4. Signed items and other Bookings without a fixed date
For Bookings with no scheduled date (for example, a signed item or other deliverable), you may cancel and receive a 90% refund as long as no out-of-pocket cost has been incurred, no materials committed and no preparatory work undertaken — for example, purchasing a shirt to be signed. If such costs have been incurred, we may deduct a reasonable sum, and we will provide evidence on request.
5. Rescheduling instead of cancelling
You may agree with us, via the Platform, to reschedule a Booking to an alternative date and time. Once rescheduled, the cancellation windows in section 3 are calculated by reference to the new agreed date.
6. We cancel after confirming
If we cancel a confirmed Booking (including because the Sports Star is unable to perform), you always receive a full (100%) refund of the Booking Fee — regardless of how close to the scheduled date the cancellation occurs.
As an alternative to a refund, we may propose either (a) a replacement Sports Star of comparable profile, or (b) a rescheduled date. You may accept or decline a proposed replacement in your absolute discretion. If you accept a replacement or reschedule and that subsequent Booking does not go ahead as agreed, you remain entitled to a full refund.
7. Premium Bookings
Premium Bookings — for example in-person attendances, wedding appearances, milestone birthday appearances, surprise visits, charity events and other Bookings of comparable significance, or any Booking you flag as a Premium Booking on payment of the applicable surcharge — are protected by extended cancellation windows of 30 days / 7 days (rather than 14 days / 72 hours). You still receive a full refund whenever we cancel.
8. No-Show
A “No-Show” means either (a) for a live or in-person Booking, the Sports Star not attending or commencing within 30 minutes of the scheduled start time; or (b) for a deliverable-based Booking, the agreed item not being delivered within seven (7) days of the agreed delivery date, in each case without prior notice. A No-Show is treated as a cancellation by Sportabal and you receive a full refund.
9. Non-delivery within the Agreed Delivery Window
Every Service has an “Agreed Delivery Window” shown on the Platform at the time of Booking. If the Service is not delivered within it, or a live or in-person Service is not attended within 30 minutes of the scheduled start time, this is treated as a No-Show and you receive a full refund. Where a Booking involves shipping a physical item outside the UK, the Agreed Delivery Window includes a reasonable additional period for standard tracked international postage. If no Agreed Delivery Window is shown, a default period of fourteen (14) days from confirmation applies.
10. Force majeure
In genuine cases of bereavement, serious illness or injury, last-minute professional commitments imposed on the Sports Star by a club, governing body or national federation, or other events beyond reasonable control, you remain entitled to a full refund.
11. When you will see your refund
Once a refund is confirmed, we instruct our payment processor to return the funds to your original payment method within fourteen (14) days. Your bank or card issuer may take a further 3 to 5 working days to show the credit. If you have not received your refund within 21 days of confirmation, please email hello@sportabal.com.
12. How to request a refund or raise an issue
Most refunds are processed automatically — for example, where we do not confirm your Booking within five (5) Business Days, or where you cancel through your account within the windows above. Where you believe a refund is due that has not been processed:
- Log in to your Sportabal account and raise the issue with us through the in-Platform messaging feature; and
- if it is not resolved within 3 Business Days, email hello@sportabal.com with your Booking reference and a short description.
We aim to respond within 2 Business Days and to resolve most disputes within 10 Business Days.
13. Your statutory rights
Because every Service on Sportabal is personalised, the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply once we have begun work on, or made arrangements specifically for, your Booking. Nothing in this Policy or the Terms affects your rights under the Consumer Rights Act 2015 — including your right to a refund, repeat performance or price reduction where a Service is not as described, not performed with reasonable skill and care, or not delivered within a reasonable time. Because Sportabal supplies the Service to you, those statutory rights are exercised against Sportabal. They apply to Fans resident in the United Kingdom.
14. Chargebacks and payment disputes
If you believe a refund is owed, please contact us first at hello@sportabal.com so we can resolve it directly. Raising a chargeback with your card issuer or bank without first contacting us may delay your refund and, if the chargeback is unsuccessful, may result in additional fees being passed on to you under our Terms.
15. Contact us
- All refund and cancellation queries: hello@sportabal.com
- Post: Sportalcom 2026 Limited, 10 Far Croft, Breaston, Derby, England, DE72 3HL
16. Quick reference
| Situation | What you get |
|---|---|
| We do not confirm your Booking within 5 Business Days | 100% refund |
| You cancel more than 14 days before the date | 90% refund |
| You cancel 72 hours to 14 days before the date | 70% refund |
| You cancel less than 72 hours before the date | No refund (Booking cancelled, fee retained) |
| Signed item / no fixed date — no costs incurred yet | 90% refund |
| We cancel (any time) | 100% refund |
| No-Show or non-delivery within the Agreed Delivery Window | 100% refund |
| Premium Booking — we cancel | 100% refund (extended windows apply) |